Customer Engagement

Frost & Sullivan’s Customer Contact team is focused on understanding the essential relationship between consumers and technology as both feed off each other at a time of rapid change. Technology is empowering consumers to communicate with enterprises in new ways, which is fundamentally changing the dynamic between buyer and seller. At the same time, brands are being impacted as never before, as feedback and opinions flow from empowered consumer to empowered consumer.

Organizations today are now shifting their focus from labor-intensive communication services to a more diversified set of platform-based, technology-driven services. New technology platforms will be key to meeting the complex communication needs of today’s consumer by enabling the delivery of automated, proactive, and personalized communications, using multiple delivery channels based on the preference of the recipient. Younger consumers in particular have a whole different set of values, beliefs, attitudes, and lifestyles, and have an increased familiarity with digital technologies, communications, and media. These “digital natives” are indeed distinct, and comprise a Mega Trend that organizations ignore at their peril.

Last week I attended Interactions14, Interactive Intelligence’s partner, customer and analyst summit in Indianapolis. It didn’t disappoint. There were lots of good sessions, catching up, and Interactive Intelligence news.The big news was the introduc…

A firsthand account of how Belmar, New Jersey residents and the local government communicated during and after Hurricane Sandy, how tools such as the Web, proactive notifications, and social media proved invaluable, but also about how future disaste…

In recent weeks I've been briefed and had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. From a high level there are striking similarities in what they do and aspire to achieve. In gener…

Why do companies find it easier to cover up mistakes rather than preventing then, detecting them early on, and taking action, and taking full responsibility, and are extreme measures needed to break this behavior pattern?

Our goal is to help vendors to stay close to customers, end users to gain a competitive advantage, suppliers/distributors to stay abreast of the changes in technologies that impact them, and business and IT leaders to move ahead of the curve.